Full-time in office
Location: Alcântara, Lisbon
Schedule: rotative between Monday to Saturday, 8h to 22h
Channels: live inbound phone calls, emails and live chat
Description
Recently, we have seen streaming companies and websites taking viewers from classical TV into new services and devices. This project is a support line for one of these services - the best-loved video streaming website in the world.
In this role you will be part of a multicultural team based in Lisbon, where you will provide outstanding multi-channel support to users of the service.
Requirements
- Experience in direct customer service experience required, preferably in contact center environment.
- Live customer support experience (phone, chat, email, in-person, etc.) is preferred.
- Native or proficient French language level and B2 or above level in English language.
- Excellent written and spoken communication skills.
- Strong attention to detail and a desire to deliver accurately, efficiently and to a high standard.
- Demonstrated ability to satisfy customer needs (good understanding and active listening capabilities, knows how to probe to get relevant information).
- Ability to handle not only customers’ emotions, but also being able to empathize with the client’s case.
- Organization skills and the ability to manage time and tasks efficiently.
- Quick learner and adaptable to learn new processes, concepts, and skills as well as being able to understand that an Operation is an ever-changing organism.
- Proficiency using Google products, and general digital platforms and software. Being tech savvv.
- Comfortable and knowledgeable about general KPIs: C-SAT (Customer Satisfaction) or NPS (Net Promoter Score), SLAs (Service Level Agreement).
- Openness to work flexible hours as required (may include evenings, weekends and/or holidays).
Responsibilities
- You will be answering customers’ queries via live inbound phone calls, e-mail or live chat, identifying the client’s problem; troubleshooting them to find the solution; documenting each action you take; and categorizing cases and possible bugs, so that the engineering team to address them as a bunch.
- You will be dealing with accounts that generate revenue to our client’s platform and that receive revenue from the platform, identifying their problems, and assisting them so that those problems are fixed asap.
- You will have to identify and escalate complex problems according to defined procedures.
- Good customer support skills and experience are of utmost importance to be successful.
Our offer
- Base salary and bonuses
- Paid training and contract
- Relocation package (for illegible candidates moving to Lisbon from abroad)
- Training and development opportunities
- Private health insurance including close family (Spouse + children free of charge)
- Life insurance
- Child benefits such as Nursery Voucher and Student Voucher
- Employee Assistant Program (EAP) to promote wellbeing of employee’s (Health and well-being, Consumption and Real Estate, Financial Consulting, Documentation/“Dia platino” service)
- Discount membership and access various gyms across Portugal
- Various corporate discounts available through partnership between Cognizant and other partners such Pestana Hotels, Carnext, Huawei, Apple, MEO,
- In Cognizant offices you have access to fresh fruit, water, coffee, and tea daily.
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。
